Lead Wheelchair

Lead Wheelchair Agent

Overview People. Passion. Pride. This is what has driven our teams since 1833. Since that time, we have developed to become a critical partner in the global aviation industry, delivering time-critical logistics services at over 300 locations in 65 countries, across 6 continents. But at the heart of our business is our people.

Role Purpose The Lead Wheelchair Agent is responsible for supporting and coordinating wheelchair assistance operations while providing leadership and guidance to wheelchair agents. This role ensures passengers with mobility needs receive safe, timely, and professional assistance throughout the airport while maintaining high customer service standards and operational efficiency.

What you will be doing

• Lead and support wheelchair agents during daily passenger assistance operations
• Coordinate wheelchair service assignments and monitor coverage throughout airport terminals and gate areas
• Assist passengers requiring wheelchair or mobility assistance with transportation through the airport
• Ensure timely service for departures, arrivals, and connecting passengers
• Provide exceptional customer service to passengers, families, airline staff, and airport personnel
• Assist with training and mentoring new wheelchair agents on customer service, safety procedures, and operational expectations
• Monitor team performance and address operational issues or service delays promptly
• Communicate effectively with gate agents, dispatchers, supervisors, and airline personnel regarding passenger needs and service updates
• Ensure compliance with airport safety procedures, TSA regulations, and company policies
• Assist with resolving passenger concerns or escalated service issues professionally
• Maintain accurate operational records, service logs, and incident reports when required
• Support operations during peak travel periods, delays, cancellations, and irregular operations
• Promote a professional, team-oriented, and customer-focused work environment

Safety, Security, Wellbeing and Compliance: You will have a responsibility and duty whilst at work to take reasonable care of the health, safety and wellbeing of yourself and others in accordance with provided information, training, and workplace health and safety rules or procedures. The company is committed to providing a safe working environment for all staff members. In all areas of our business there is a potential risk to the health, safety and welfare to everyone on our sites through the misuse of alcohol and drugs. As such the Company prohibits such misuse and carries out regular testing to enforce our Substance Misuse Policy.

What we are looking for:

• High school diploma or GED
• Must be 18 years of age or older
• Six (6) months of wheelchair assistance, customer service, hospitality, or airport operations experience
• Strong communication, interpersonal, and organizational skills
• Ability to work effectively in a fast-paced airport environment
• Ability to remain patient, professional, and customer-focused under pressure
• Ability to work flexible schedules, including nights, weekends, holidays, and overtime
• Basic communication and teamwork skills
• Reliable attendance and punctuality
• Must have reliable telephone and transportation
• Prior leadership or supervisory experience
• Airport terminals, gates, security checkpoints, and baggage claim areas
• Fast-paced environment with frequent passenger interaction
• Requires extensive walking throughout airport terminals
• Exposure to crowded and high-traffic passenger areas
• Ability to push passengers in wheelchairs for extended periods
• Ability to stand and walk continuously throughout shifts
• Ability to lift, push, and pull up to 50 pounds occasionally
• Ability to assist passengers safely during boarding and deplaning operations
• Must be able to take verbally direct in English
• Must be able to read, write, understand and carry out instructions in English
• Must pass pre-employment and random drug tests
• Must pass a pre-employment background check
• Must meet necessary requirements to obtain a security sensitive identification badge
• Must be in proper uniform or business attire as directed by company officials
• Identification badges must always be visible
• Adhere to company policies and procedures and participate in achievement of company objectives
• Treat all information as confidential

Diversity Menzies Aviation are a committed equal opportunity employer and encourage applications for suitably qualified and eligible applicants regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy, and maternity. We strive to create an inclusive working environment, where the different knowledge, perspectives, experiences, and approaches of our global workforce are represented. Where everyone feels valued and can reach their full potential.